Returns & Exchanges

Regardless of country and providing an item you've received is not faulty or has been sent in error, you will always be responsible for the cost of returning it back to us (for example if you chose to return it back to us within your cooling off period).

Returning an item from us has been made extra simple thanks to our pre-paid delivery label, which will allow you to return an item to us from the UK totally free if your return is due to a fault with the item or because of error we have made.

If you are returning an item for any other reason, for example if you ordered the incorrect size or product, you can still use the label to post your return, but we will deduct the cost of the delivery from your refund.

All you need to do to return an item to us using the pre-paid label is fill in your returns form as directed and cut out the postage label. Attach the label to your parcel and take it to the Post Office to be sent back to us. You should obtain a proof of postage receipt when returning your item.

Make sure you remember to include your returns form with your item and you’ll be sent an e-mail confirming the status of your return as soon as possible. Returns can take up to five days to reach us and will then be processed within 48 hours.

Download Returns Form:

Returns Policy

The following items are non-returnable:

Swimwear (e.g. Swimsuits/Bikinis)

Body Jewellery

Custom-made New Rock Boots
Unfortunately, custom-made New Rocks are non refundable, but we are able to offer exchanges.

Coloured Contact Lenses

Underwear

Multibuy Offer Exclusions Apply – When returning items that relate to an order that has had a ‘multibuy discount’ applied, all purchased items must be returned in order to have a full refund credited (minus any applicable administration or shipping fees).

Time Period - You can return most items within 21 days of receipt for a refund, exchange for a different size or alternative item. Under the UK distance selling regulations you have 21 working days (from the day after you receive your goods) to cancel the contract for your order with us. In this case we will issue you with a full refund once you return the entire order to us at your cost, if you have already received it or we have shipped it to you.

Original Condition - Clothing and Footwear must have no visible signs of wear or damage. Please ensure you don't wear deodorant, perfume or anything that could leave a mark/scent when trying on products. Shoes and boots MUST come in their original box with tissue and packaging intact. All goods will be inspected on return and any item in an unsuitable condition will be sent back to you.

Postage - We strongly recommend that returns are sent by Royal Mail 2nd Class Recorded. Blue Banana accepts no responsibility or liability for returns lost in transit, it is your responsibility to ensure arrival. P&P costs back to the warehouse are the responsibility of the customer, but when we post your first exchange back to you there is no delivery charge. Subsequent exchanges may have a P&P charge. Delivery charges are non-refundable unless you are returning a damaged product.

Free Gifts & Reduced Items - If you've received a free/reduced gift with your order and subsequently return item(s) which entitled you to the offer then you must also return the free/reduced gift. If you wish to keep the free gift you will be charged the current or remaining RRP.

Returning to a BB Store - If an item is the wrong size you may take it to your local store for an exchange (but not a refund). This has to be done within 7 days of receipt of the order and you will need to take your invoice. The product must be in the same condition in which it was sent, with all tags attached. You cannot receive a refund in store, if you require a refund then this must be done by returning to the address below.

Faulty/Damaged Product - In the rare event of faulty/damaged item(s) you can return them back to us within 21days of delivery. You are entitled to a replacement product, a product of equal value or a refund. You will be refunded the postage if returning a faulty/damaged product.

Non-United Kingdom Returns - For returns made outside the UK distance selling regulations we will refund the monetary value of the goods returned to us, at the price you purchased them. When returning an order from outside of the United Kingdom for an exchange/refund, postage & packaging costs are the responsibility of the customer.

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The Legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Recycling reduces the environment and health risks associated with sending electrical goods to landfill.

Blue Banana is obliged under the these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.